The case dates back to 2013,when Gopal Bajaj, a resident of Navi Mumbai, had booked a railway ticket from Amravati to Mumbai.
Thane district consumer dispute redressal forum has pulled up the Indian Railways Catering and Tourism Corporation (IRCTC) Limited for providing faulty services to a consumer. It has asked the company to compensate the complainant for his mental agony.
The case dates back to 2013,when Gopal Bajaj, a resident of Navi Mumbai, had booked a railway ticket from Amravati to Mumbai. According to Bajaj, the train was scheduled to leave at 19.40 hours from Amravati on May 5, 2013, but due to some technical error, it was delayed for five hours.
Bajaj added that because he had to resume work the next day, he decided to board another train and that was "the worst journey of his life" as he had to travel in a general class compartment with tremendous crowd. On returning, he approached the IRCTC office and demanded a refund of his ticket charge, but the on-duty officer shooed him away, claiming that the train was on time and that Bajaj was lying.
Thus, to prove his case, he filed an application under the RTI Act, and procured details of the train timing. In spite of that he was not given a refund. Aggrieved by the company's behaviour, he approached the forum.
The forum, after going through the evidence, held that it was important for the complainant to reach on time, but the firm failed to ensure that and also failed to give him a refund.
Holding the firm responsible for deficient services, it asked IRCTC to pay Rs5,000 towards the complainant's mental agony, Rs2,000 towards litigation costs and Rs150 towards his RTI expenses. It also asked the firm to pay back the ticket amount of Rs180 with 12% interest from May 2013.
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